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Head of Customer Experience

FIS Global
-
Cincinnati, OH

Job Description

Position TypeFull time - Regular

Type of Hire

Requisition will not be sent to PeopleFluent

Experience Desired2+ Years

Education DesiredBachelor's Degree

Travel Percentage

Job Description

The Company

We lift economies and communities by advancing the way the world pays, banks and invests. In the time you've taken to read this one sentence, our platforms have processed over 8,000 transactions and this number grows daily.

FIS stays ahead of how the world is evolving to power businesses, across merchants, banking and capital markets, to outpace today's fast-changing competitive landscape and help our clients run, grow and achieve more for their business.

We want all our people to bring their very best self into work, and that means balancing priorities and passions, at work and at home. We create teams without barriers, fostering creativity and innovation - behaviors that we value in everything we do.

Join us now to realize your own future growth and success.

The Opportunity

FIS's growth is due in large part to our highly-sophisticated products and services. By offering some of the most advanced and user-friendly payments processing options available, we can continue our growth by beating our competitors. Enter the need for skilled Engineers who can build the tools we need to continually improve upon our product offerings. From software to technical architecture and more, investing in our team of Engineers is investing in our future.

The Senior Leader, Customer Experience is responsible for developing the vision for the Worldpay from FIS segment customer experience program, the development of the measurement criteria, program success criteria and coordination of activities within the functional groups in a cross-functional collaborative operating model. The main goal of this role is to help turn program insights into actionable and measurable outcomes to dramatically improve our merchant and partners experience.

The Day-to-Day

Responsibilities:

Develop and document the vision and minimum expectations for the desired customer experienceEstablish required measurement criteria and KPIs to track program performanceDevelop customer experience journey mapping as requiredDevelop surveys, feedback loops and listening post opportunities to gain additional customer insightsDevelop action plans to address trends collaborating with the appropriate functional group owners to assist with successful executionWork cross functionally to ensure the minimum customer experience expectations are enabled within the various functions and regionsDevelop forums and mechanisms to ensure stakeholders are involved in decisions, process changes, etc.Communicate customer experience results- wins and opportunities- across the organization- (collaborate with communications teams and marketing)Lead and manage customer experience team employees and provide direction and support to successfully enable their responsibilitiesAct as key liaison / link to the FIS customer experience team to ensure program alignment and continuityAssist with informing Product requirements for initiatives related to improvement the customer experience

All the above duties and responsibilities are essential job functions for which reasonable accommodation will be made. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This position description is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Colleagues may be required to perform any other job-related instructions as requested by their leader, subject to reasonable accommodation.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

For positions located in the US, the conditions below apply.

If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check)

ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.